The ACCENT M.I.N.D.

The ACCENT M.I.N.D.
Mentor ● Inspire ● Nurture ● Develop
ISSUE JUNE 2014
this issue
Open Source Revolution P.1
IT Management Tips P.2
Non-Profit Solutions P.3
Trends & New Software P.4
CUSTOM SOLUTIONS
Back row: Andre Thompson, Lennox Prendergast, Renee Johnson ,Marlon Bailey.
Front row: Dominica Anderson, Marsha Dawkins (L&D Manager), Luanna Holt, Sashae Dunkley.
Montego Bay Team: Jhanelle Morrison & Shane Gillette, Cory Wyatt ( Regional Learning and Development Leader)
Strategies To Coach for Success
Being a successful coach is not just about meeting the KPIs and targets. It’s about developing
your team to be successful engagement specialists -and successful human beings. This can
sometimes be an arduous task as you may feel you need the teaching skills of a n educator, the
administrative leadership skills of a business executive and the counselling wisdom of a
psychologist to excel at coaching. There are some simple strategies you can implement right
now to coach your team more successfully.
Change how you observe an engagement specialist's performance; recognize their goals in
relation to their performance. What are their personal, financial or professional aspirations
and how can improving their performance help them meet those goals? Remain objective and
focus on continuous improvement in your coaching.
Become a better listener. Show an interest when an engagement specialist is speaking and
avoid all distractions. Encourage them to elaborate and always clarify your understanding.
Use questions that creates a shared understanding and develops a common interest. When
coaching, allow engagement specialist to find the ‘what is in it for me’ factor. Aim to ask the
right questions to help them self-discover ways to improve their performance
It is important to provide positive
feedback when coaching. Avoid
addressing several issues in a single
coaching session but rather focus on
one (the most important issue) at a
time. Allow the engagement specialist
to find clear and simple strategies
to improve their performance in that
area.
Action planning is an important
component of effective coaching.
Gain the engagement specialist’s
commitment to defined steps with
specific timelines and follow up to
ensure that these are met.
Coaching can be easy and effective
providing consistent daily, weekly,
and monthly feedback for
improvement. Implement at least
one strategy today!

The ES Experience
We asked an Engagement
Specialist to share their
training experience with us.
Trainer Chronicles
Lennox Prendergast shares
some of his Best Practices as a
trainer with us.
I found my Asus training to be most
informative, relevant and helpful. It
definitely prepared me for what I would
encounter on the production floor. When I
look back one of the experiences that had a
big impact on me was a character that my
trainer did during the many role plays. She
was an Asian customer who had dropped
and broken her husband’s notebook and was
very distressed. She needed the device
working before her husband got home and
was frantic with worry. Imagine my surprise
when I encountered that very same
customer on a call, not only was she Asian
but she had dropped her notebook and the
carpet and it was not turning on. Thanks to
that scenario we did in the training session I
knew exactly how to empathize with the
customer and calm her down then
troubleshoot her issue. At the end of the call
we were able to get her notebook working
again. I particularly liked that we did so
many role plays during training. I feel we
met almost every customer and learnt how
to assist them before we met them on actual
calls.
It can be a challenge for the trainer to assess
the particular common needs of adult
learners and meet those needs most
effectively in a training setting. It becomes
vital to determine and assess personal
learning styles which can influence your
training design. Lennox shares his strategies
that enable him to capture the attention of
his adult learners for overwhelming 8 hour
sessions. His strategy begins during the
introductions in his training where the
learner is asked to share about themselves
and their hobbies. He pays close attention to
their responses noting what each person
enjoys. He finds that persons with particular
hobbies tend to trend to distinct learning
styles. He has noted that in his experience,
persons who list surfing the internet as a
hobby are usually kinesthetic learners. These
learners learn best when they are allowed to
touch and physically manipulate tools that
model or represent the lesson at hand.
Persons who list watching TV as a hobby are
usually visual learners. These learners prefer
images, pictures, color and maps to organize
information. Trainees who prefer music often
have an aural (auditory) learning style. When
he is armed with a preliminary understanding
of the learner’s dominant learning style
Lennox then tailors activities to meet the
learner’s need. One method of doing this is
through Group Activities. He groups persons
with similar styles as they will work well
together and allows them to present in their
various styles. Auditory Learners sometimes
come up with catchy jingles. Visual Learners
often present skits and kinesthetic learners
create interactive charts and engage the
entire class in completing it. Lennox advises
that tapping into their strengths and
appealing to how your learner best learns will
greatly improve the effectiveness of your
training session.
Question the Experts
Q: Why do I have to build rapport
with a customer and not just solve
their issue?
Rapport helps you gain your
Customer’s trust and shows them
that your interested in their
situation. If your customer feels like
you’re interested in them and their
issues, they’re more likely to stay
with our client. It is your rapport
that separates transactions from
engagements.
Q: What tips do you have for
handling an extremely irate
customer?
It is impossible to address the real
issues the customer has experienced
without first addressing the emotion
of anger. Keep your angry customer
from getting angrier by confidently
acknowledging their anger and
responding to it. For example “I can
understand that you are upset and I
want you to know that getting to the
bottom of this is just as important to
me as it is to you.’
Do you have a question that you
would like trainers to answer?
Email questions to:
accentmind@accentonline.com
Or if you don’t have email, send an interoffice note
to:
Marsha Dawkins
Learning & Development Manager
ACCENT Marketing Limited
Submissions must be received by June 30, 2014 to
be included within the next issue of Accent Luminosity

Stress Busters
Three salesmen
were bragging
who is the best.
The first said,
that he is so good he sold a color
television to a blind man.
The second bragged he sold a HI-
FI stereo system to a deaf man.
The third said he sold a Cuckoo
clock to a lady.
The other two said, so what?
The third salesman added, along
with the Cuckoo clock, I also sold
her one hundred pounds of bird
seeds!!!!!

Training Snap Shots

Training Snap Shots

LOB Updates
ASUS
New CRM Application replaces E-Services June 11th, 2014
Upcoming Telecoms trainings to support new Asus products that partner Asus with telecom technologies
We welcome 16 Asus New Hires who hit the production floor
BJ’s Wholesale Club
New Outbound Sales Program launching early July
Panasonic
June 2nd 2014 makes one year of Montego Bay being live in Production! As such, we have decided to have
one ENTIRE week of Celebrations!
Pilot Panasonic Sales Ongoing
Watch for Promotional Panasonic World Cup Event in JUNE
Sharp
Sharp introduces new Aquos Quattron Plus TV—
plays 4K content without the 4K. 2x HD Quality
THE TRAINING DEPARTMENT
ACCENT MARKETING JAMAICA LIMITED
63-65 Knutsford Blvd
Kingston 5
Jamaica WI
w. 876.764.0000
Www.accentonline.com